Motorola SB5100 Installation Manual - Page 10

If You Need Help, Calling for Repairs, The TRC is open from 8:00 AM to 7:00 PM Eastern Time - problems

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Introduction 1-3 If You Need Help If you need assistance while working with the SURFboard cable modem, contact the Motorola Technical Response Center (TRC): ! Inside the U.S.A.: 1-888-944-HELP (1-888-944-4357) ! Outside the U.S.A.: 1-215-323-0044 ! Online: http://www.motorola.com/broadband, click HTML/Modem Version, click Customer Support, then click Web Support. The TRC is open from 8:00 AM to 7:00 PM Eastern Time, Monday through Friday and 10:00 AM to 6:00 PM Eastern Time, Saturday. When the TRC is closed, emergency service only is available on a call-back basis. Web Support offers a searchable solutions database, technical documentation, and low priority issue creation/tracking 24 hours per day, 7 days per week. Calling for Repairs If repair is necessary, call the Motorola BCS Repair Facility at 1-800-227-0450 for a Return for Service Authorization (RSA) number before sending the unit. The RSA number must be prominently displayed on all equipment cartons. The Repair Facility is open from 8:00 AM to 5:00 PM Central Time, Monday through Friday. When calling from outside the United States, use the appropriate international access code and then call 956-541-0600 to contact the Repair Facility. When shipping equipment for repair, follow these steps: 1 Pack the unit securely. 2 Enclose a note describing the exact problem. 3 Enclose a copy of the invoice that verifies the warranty status. 4 Ship the unit PREPAID to the following address: Motorola Corporation Broadband Communications Sector Attn: RSA 5964 E. 14th Street Brownsville, TX 78521 SURFboard Cable Modem Installation Manual

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Introduction
1-3
SURFboard Cable Modem Installation Manual
If You Need Help
If you need assistance while working with the SURFboard cable modem, contact the Motorola
Technical Response Center (TRC):
!
Inside the U.S.A.:
1-888-944-HELP
(1-888-944-4357)
!
Outside the U.S.A.:
1-215-323-0044
!
Online:
, click HTML/Modem Version, click
Customer Support, then click Web Support.
The TRC is open from 8:00 AM to 7:00 PM Eastern Time, Monday through Friday and 10:00 AM
to 6:00 PM Eastern Time, Saturday. When the TRC is closed, emergency service
only
is
available on a call-back basis. Web Support offers a searchable solutions database, technical
documentation, and low priority issue creation/tracking 24 hours per day, 7 days per week.
Calling for Repairs
If repair is necessary, call the Motorola BCS Repair Facility at
1-800-227-0450
for a Return for
Service Authorization (RSA) number before sending the unit. The RSA number must be
prominently displayed on all equipment cartons. The Repair Facility is open from 8:00 AM to
5:00 PM Central Time, Monday through Friday.
When calling from outside the United States, use the appropriate international access code and
then call
956-541-0600
to contact the Repair Facility.
When shipping equipment for repair, follow these steps:
1
Pack the unit securely.
2
Enclose a note describing the exact problem.
3
Enclose a copy of the invoice that verifies the warranty status.
4
Ship the unit
PREPAID
to the following address:
Motorola Corporation
Broadband Communications Sector
Attn: RSA #___________
5964 E. 14
th
Street
Brownsville, TX 78521